Communication and Conflict Management
Leadership Certificate – Level 1
Communication
Is the way we
interact
with fellow humans
Eyes
Face
Body
Voices
Words
We see things:
not as they are
but as we are
Listen well so themessage sent
and themessage received are what you want
Taking responsibility for how we think means:
• Challenging the validity of our perceptions
• Challenging the absoluteness of our perceptions
• Challenging the current accuracy of our perceptions
Our behaviours can be:
• Take responsibility! Own your role in relationships and circumstances
• Choose your responses
• Interrupt reactive patterns
• Don’t react – communicate!
logical considered mature
Communication Styles
The Director
The Stabiliser
The Party Person
The Accountant
Creating Empathy By What We Think:
• Take seriously the other person’s needs and concerns.
• We must value their right to their feelings and attitudes.
• Their privacy, values and experiences.
• Reserve judgment and blame.
Empathy is learning to listen with you headand your heart
Creating Empathy By What We Do
• Be aware of and respectful of any cultural differences
• Look at the person and take an active interest in what they are saying
• Ask relevant questions for clarification• Use open body language• Be very aware of facial expression• Make affirming gestures• Use a warm vocal tone
Empathy Blockers!
Domination:Threatening
Ordering
Criticizing
Name Calling
‘Should’ing”
Empathy Blockers!
• Manipulation:
Withholding relevant information
Interrogating
Praising to manipulate
Empathy Blockers!
Disempowerment:
Diagnosing motives
Untimely advice
Changing the topic
Empathy Blockers!
Denial:
Refusing to address
the issue
The Communication Process
• 7% VERBAL – What you said
• 38% VOCAL – How you said it
• 55% VISUAL – Body language/non verbal
We have to remember:
• Much communication is unconscious
• Much communication is unintentional
• Much communication is incongruent
Communication is congruent when:
What we Say and what we Do match.
Managing Conflict
We need to: STOP
THINK
ANALYSE
RESPOND
In situations of crisis and potential conflict always remember starS T A R
Conflict Resolution Strategies
• AVOID Wait/See
• FORCE Win/Lose
• ACCOMMODATE Lose/Win
• COMPROMISE Lose/Win
• COLLABORATE Win/Win
The Five Steps in Resolving Conflict:
• Pray about the Problem Together
• Clarify the Issues – Focus on the Needs and Goals
• Understand Each Other’s Perspective
• Break the Conflict into Small Steps
• Give and Take